The impact of Covid-19 has now reached every corner of the world and every dental clinic is affected in one way or another. 

With official information changing regularly, countries putting in place new regulations almost daily, and uncertainty around how long this is expected to last, it can be difficult for people to feel assured that they are doing everything they can to protect themselves and others.

While strict infection control protocols are nothing new to dentists and clinic teams, having to self isolate and work remotely may take some getting used to! 

So how can dental clinics still play an important role as healthcare providers while preventing the spread of Covid-19?

What to say to your patients 

When faced with such uncertainty, patients will often look to their healthcare providers as a trusted source of information. It’s important that you are transparent about the measures you are taking and reassure patients that their health and safety is your utmost concern by detailing the procedures and protocols in place to protect them. In addition, take the opportunity to regularly share good quality information that is of real value to them.

Here are some of the most important updates and information that you should be communicating to your patients during this time:

It’s important to reassure your patients that you are following guidelines and will continue to monitor official advice and respond to changing recommendations in their best interests and to protect your staff. If your clinic closes, be transparent about the reasons why and, if you can, explain how long you expect to be closed.

How? Whether your clinic is currently open, operating reduced appointments, or closed altogether, you should send an email to your patients informing them about the situation and any changes they can expect to see in the practice. 

This announcement can also be posted on your website and your social media channels.

If you are rescheduling patient appointments, send each patient an email to arrange this and follow up with a call if they don’t reply.

Patients need to know that their health, safety and wellbeing is your top priority. Explain that strict laws require sterilization and as a result, the dental clinic environment is one of the cleanest there is. Therefore, this is not something that patients have to worry about. 

You can reassure them by explaining the multiple sanitation procedures that you follow, not just in a pandemic, but at all times as standard. You can also detail all the additional measures that you have taken within the practice to increase infection control and further reduce the risk for patients who come into your clinic.

How? The email template you create to send your patients about your clinic updates should also explain the measures that you have put in place to safeguard the health of them and your staff. 

Information about safety measures and sanitation can also be posted on your social media channels.

If you are limiting patient appointments or have closed your clinic, keep your patients informed about the alternative options you have put in place during this time. Provide regular updates informing people that they can request a video consultation with you if needed, and letting them know how they can do so.

How? Use your blog, social media channels and email to provide written or video information and guidance for patients on which types of dental problems would be classed as an emergency and require immediate treatment. This will help patients feel more secure about requesting the help they need.

Your email template can also include a concierge number for those patients who have concerns and want to get in touch.

Remind your patients that even though routine check-ups and hygiene appointments have been suspended, it’s important for them to continue to brush and floss their teeth regularly to keep their mouths healthy. 

How? Write blog posts, record videos, and post about it on your social media channels. Tools such as social media live streaming are also a great way to connect with lots of your patients at once in a more interactive way. 

As dentists, we are in a position of leadership and able to help influence the health of our communities by following, sharing and reinforcing government measures such as quarantine and physical distancing. By encouraging our patients to follow these measures too, we are able to contribute to keeping people safe.

How? Reshare graphics from reputable sources such as the CDC and WHO on your social media channels, record a video message to reinforce the importance of follow advice.

After the peak of the pandemic has passed, messages about infection control protocols in the dental clinic will be more important than ever to share. Continue to reassure patients that you are taking the correct measures to safeguard their health and safety and will still be there to support them with whatever they need.  

How? Use your blog, your website and your social media channels to inform your patients. Also consider creating an email campaign to invite patients back for appointments, if possible with a discount on hygiene products or giveaway. 

Communication is fundamental

Here at DSD we have been inspired by the global DSD Clinic community and how they have maintained clear and consistent communication with their patients. DSD Clinic owners have adapted their strategies quickly by doing the following: 

• Staying up to date with official advice

This situation requires actively monitoring the latest developments to ensure the appropriate steps are taken to protect both patients and staff.

• Being prepared for a changing situation

DSD Clinic owners are ensuring their business emergency plans are adaptable in response to imposed restrictions. 

• Providing care remotely

Many businesses, including DSD Company, are turning to remote work to protect their employees. 

DSD Clinics are offering virtual consultations or follow up discussions in place of non-essential appointments.

• Defining emergencies

DSD Clinic owners are open for emergencies only and have clearly stated what constitutes a dental emergency, while offering additional support for any patients with queries and concerns. 


Further reading about Covid-19 protocol in dental clinics 

• Implications for Clinical Dental Care
• Maintaining ethics during COVID-19
• What is a dental emergency
• Guidelines from researchers in China